By Foday Moriba, Intern, Public Relations Unit, Orange Sierra Leone
Orange Sierra Leone on Monday, October 7, 2024, kicked off its annual Customer Service Week under the theme: “Celebrating Excellence in Customer Service.” Held at the company’s headquarters on Hill Station, Freetown, the event gathered top executives, Government officials and industry stakeholders to honor the unwavering dedication of Orange Sierra Leone’s employees in providing exceptional service to customers.
This celebration aligns with the global observance of Customer Service Week, an international event that underscores the importance of customer service and the individuals who work to meet the needs of customers every day.
A key highlight of the launch was a panel discussion moderated by Kadijah Bangura, Managing Partner of Liberty Online TV, featuring notable speakers such as the Minister of Information and Civic Education, Chernor Bah; Minister of Foreign Affairs and International Cooperation, Timothy Musa Kabba; Executive Director of Accountability Now-Sierra Leone, Sao Lamin and Orange CEO, Sekou Amadou Bah.
During his opening remarks, Sekou Amadou Bah, CEO of Orange Sierra Leone, emphasized the importance of the celebration, which coincided with the global Customer Service Week. He lauded the contributions of Orange’s workforce, stating, “Customer service is more than just a department; it’s a culture we cultivate throughout the company.” Sekou Amadou Bah, emphasized Orange’s brand promise, “Orange is Here,” reflecting the company’s commitment to fostering strong connections and delivering positive customer experiences.
The CEO also acknowledged the challenges faced by frontline customer service employees, praising their resilience and professionalism. “I’ve seen our team members manage difficult situations with grace. It’s not easy, but they continue to offer exceptional service, showing great maturity and dedication,” Sekou Amadou Bah noted.
Throughout the week, Orange will celebrate its customer service teams, including shop agents, call center operators and trade teams. The CEO commended these employees, referring to them as “the frontline ambassadors of our brand,” and reaffirmed Orange Sierra Leone’s long-term commitment to serving the nation.
Executive Director of Accountability Now-Sierra Leone, Sao Lamin, during the panel discussion, spoke on the significance of inclusivity and consumer rights in the telecommunications and ICT sectors. He commended Orange Sierra Leone for its progress in enhancing services and for contributing to job creation, particularly through mobile money services like Orange Money, which has had a positive impact on the local economy.
Sao Lamin shared a personal story from years ago, recalling how his mother had to travel long distances and wait for days to receive money from abroad. He contrasted this with the present, where services like Orange Money allow such transactions to be completed in minutes, even in remote communities. “While we’ve made gains, there are still a few challenges ahead,” he said, affirming Civil Society’s ongoing role in holding companies accountable and advocating for consumer rights.
Minister of Foreign Affairs and International Cooperation, Timothy Musa Kabba, also contributed to the panel discussion, sharing a personal experience. He revealed that earlier this year, after returning from China, his SIM card malfunctioned due to exceeding mobile service limits. He praised Orange for swiftly resolving the issue, saying, “Orange is my company.” Timothy Musa Kabba expressed his loyalty to Orange, despite occasional challenges and emphasized the critical role telecommunications services, like Orange Money, play in Sierra Leone, particularly in facilitating Government operations and international partnerships.
He also encouraged Orange to invest more in human capital development, particularly through education and corporate social responsibility initiatives. The Foreign Affairs Minister highlighted that empowering Sierra Leoneans through training is essential for reducing reliance on foreign expertise and supporting the country’s long-term development.
Minister of Information and Civic Education, Chernor Bah, commended Orange for its contributions to nation-building. A long-time customer himself, he praised the evolution of Orange’s services, particularly the transformative impact of the Orange Money app, which he described as “life-changing.” He encouraged wider adoption of the service but stressed the need for continuous improvements to meet the growing demand for reliable communication services.
Chernoh Bah also advocated for more transparency and customer engagement, emphasizing the importance of proactive communication when issues arise. “People are reasonable, but they want to know what’s happening when there’s an issue and they want to be treated with respect,” he stated, urging Orange to foster stronger relationships with customers by promoting open dialogue.
The event concluded with the presentation of plaques to customers who have been with Orange for over 20 years, as well as long-standing partners. Among the recipients were Madam Theresa Sheriff and Abu Bakarr Turay, while institutional partners like Balani & Sons, Zain, the World Bank and the World Food Programme (WFP) were also honored. These awards highlighted the loyalty and support of both individual customers and corporate partners, acknowledging their critical role in Orange Sierra Leone’s success over the years.
